Complaints

If your matter is urgent, or you need to update your details or
you need an update on your claim, we encourage you to call us on 1300
361 784 or complete the General enquiries form.   

We're here to help

At Cbus we aim to provide the best service to our members and employers. However, if you’re unhappy with our service or products it’s important we hear from you. Your complaint will be treated seriously and investigated fairly and thoroughly by your dedicated Complaints Resolution Officer.   

Your Complaints Resolution Officer will write to you within 45 days of your complaint to notify you of the outcome. Our written response will include the reason of our decision, details of the investigation and options for further review.

When can I expect my complaint to be resolved? 

In exceptional cases, we may need more time to investigate and respond to your complaint. If this occurs, we will let you know if we need more time, which will not exceed the legislative 90 days. Our Complaints Fact Sheet (PDF) includes further information about how to make a complaint. 

Who can make a complaint?

  • a member
  • an employer 
  • a beneficiary
  • an executor of a late member’s estate
  • a person who has made a claim on a death benefit.

Read about beneficiaries.

How do I make a complaint?

You can complain in the way that’s most convenient for you – by phone, online, post or in person.

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This form collects your personal information. Read our Privacy Policy and Personal Information Collection Statement for details on how we collect and disclose personal information or call us on 1300 361 784 for a copy.

Call

8am-8pm (AEST/AEDT)
Monday to Friday
1300 361 784

 

Email

Use the form below to submit your complaint.

Write

Cbus Complaints Officer

Cbus

PO Box 24231

Melbourne 3001

 

Visit

Front counter service

Note: All front counters apart from VIC are open.

 

VIC

Our VIC front counter remains closed!

Please contact us by phone or email and we'll be happy to help.

Open 9am-5pm (local time), Monday to Friday

Level 19, 130 Lonsdale Street, Melbourne 3000

Check in with the Wesley Place concierge on the ground floor. You will need to show ID to access the Melbourne front counter. Your driving licence, passport, Cbus member card or union card are acceptable. 

Get directions - Melbourne front counter

NSW

Open 8.30am-4.30pm (local time), Monday to Friday

Level 25, 44 Market Street, Sydney

Get directions - Sydney front counter

QLD

Open 8am-4pm (local time), Monday to Friday 

Level 3A, 300 Adelaide Street, Brisbane 

Get directions - Brisbane front counter

SA

Open 9am-5pm (local time), Monday to Friday

Ground floor, 50 Flinders St, Adelaide  

Get directions - Adelaide front counter

WA

Open 9am-4pm (local time), Monday to Friday

Level 1, 82 Royal Street, East Perth

Get directions - Perth front counter

What if I’m not happy with my complaint response?

Who to contact about super complaints

If you’re not happy with how we’ve handled your issue you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).

AFCA is an independent dispute resolution body set up by the Federal Government to provide a free, impartial and binding dispute resolution service for financial services.

For more information about the types of complaints that AFCA can deal with and the information you’ll need to provide, contact AFCA:

Who to contact about privacy complaints

If we fail to provide you with a written response to a privacy related complaint within 30 days of the date we received your complaint, or you’re unhappy with our response to your complaint, you can take the matter further with the Office of the Australian Information Commissioner (OAIC).

Complaints can be raised with the OAIC online or in writing: